Desktop Support Analyst

• The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues.

• They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.

• Strong technical knowledge of desktop operating systems and software applications

• Experience providing deskside support to end-users in a corporate environment

• Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices

• Familiarity with remote access tools and techniques

• Experience working with Active Directory and other directory services

• Ability to manage multiple priorities and work effectively under pressure

• Willingness to work flexible hours, including evenings and weekends, as required.

• Level 2 onsite support for complex customer issues and requests

• Lead deployment of software releases, system upgrades and patches on end user devices

• Accountable for procurement and Asset management of end user devices

• Leading activities like customer relocations and departmental infrastructure build out

• Analyse the symptoms of the problem to properly identify the cause of the issue in order to determine a solution

• Triage issues such as physical layers, usernames and passwords

• Uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus

• Perform onsite installations or replacements of various hardware components and software repair

• Perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution

• Please note that this role involves client interaction, and maintaining a professional appearance is a crucial part of the job

• Candidates are expected to adhere to a business professional dress code, which includes well-tailored suits, button-down shirts

• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment , IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD

• Ability to support Tier 1 VIPs

• Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL

3-8 years of strong experience on deskside support, * Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing

• Must have good team spirit and coordinate skills in onsite offshore model and client and vendor environment. Ability to demonstrate without supervision.

• Ability to prioritize, manage and perform under pressure to meet SLAs.

• Excellent knowledge of Customer Service best practice. Willing to work flexibly and with enthusiasm.

• Ability to thrive in a fast paced, rapid changing environment

Technical Skills Required:

• Active Directory

• Win 10, Windows 11 & Macintosh OS

• Intune / SCCM Tool

• Screen-meet, Beyond Trust + Logme In tools etc

• Printers & Peripherals

• Virtual Machines (Citrix / Azure Virtual Desktop)

• Audio/Video Support

• Ticketing Tool Remedy / SNOW

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave